BLOG: Can agents’ mobiles ever replace the branch switchboard?

PiPcall boss Duncan Ward claims estate and letting agents who invest in business smartphone calling can stay one step ahead.

Duncan Ward, PiPcall

The property, lettings and real estate sector is decidedly ‘on-the-go’.

Surveyors spend an average of 50% of their time out of the office visiting properties and meeting with clients. This upward trend has led to the adoption of some new technology.

But traditional mobile calls – although the most reliable way to communicate out of the office – are one area of technology powering this workforce that has lacked innovation and feature creation.


You still can’t transfer calls, record calls or be connected to a wider network of colleagues via a traditional mobile call. This has ultimately limited communication with clients and colleagues while out-and-about. The next generation of business mobile calling is desperately needed.

Since the pandemic both office and remote workers have witnessed a significant transformation in business communication. Unified communications tools with video calls, instant messaging and live document editing are now the norm. Importantly, you can record calls, transfer them and loop in other callers.

The downside is that these tools rely on a stable internet or mobile data connection – which isn’t always possible for deskless workers.

On-the-go workforces such as those in the property sector have essentially been ignored. For these employees phone calls remain a crucial pillar of communication.


With over 24,500 real estate agents active in the UK standing out in this saturated market has become increasingly challenging. And in an industry that relies on quick thinking, attention to detail and outstanding customer service communication is key. Businesses cannot afford to be undermined by technological shortcomings.

So what’s next? Making calls over the mobile voice network is the best way to get consistent and reliable calls out and about but it is under-utilised as a platform. By making use of this tried and tested voice network on-the-go workers can access advanced calling features like call recording and call transfer, interconnected staff networks and ring groups which are best-suited for property professionals.

An app with these features increases the scope of what workers can do on the move, contributing to creating a frictionless customer service, which – as we’ve seen – is more important than ever.

Picture this. You’re doing a showing and you receive a call from someone interested in a house you can’t seem to shift. So as not to lose the opportunity you need to easily transfer the call to a colleague in the office so they can get all the necessary information for you and uphold that client care.


The unparalleled call quality afforded by the mobile network empowers property professionals to communicate with confidence, make crucial decisions and engage in productive conversations – regardless of their location. Paired with advanced calling features at their fingertips, property workers can transcend traditional mobile call limitations.

A mobile app that leverages the existing mobile network for unparalleled quality, has advanced calling features and prioritises GDPR compliance is necessary.

Throughout the property sector there are a whole host of different mobile devices and solutions organisations use such as SIMs, eSIMs and BYOD (bring your own device). But it can mean poor security compliance, hidden costs and administrative complexity for IT teams.


In particular, GDPR compliance risks are high when using a BYOD model because personal and work lives become intertwined. For example, both personal and work contacts are saved in the same directory.

Having a separate number, dialler and contacts directory for work-only, all on an employee’s existing phone is a gamechanger. Staff won’t be interrupted by business calls after hours or must use up their own minutes or data, plus, it increases business cost savings on handsets and enhances compliance. Everyone wins.

Adopting this approach to business mobile-calling will transform property professional’s communication via a robust, dependable, and feature-rich app.

As the real estate and property market continues to evolve investing in business mobile-calling will reshape ways of working, empower employees to perform their best and propel success in an increasingly competitive landscape. Now marks the start of a new communicative era.

Duncan Ward is Chief Executive of PiPcall

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